Proactive Operations Have Gotten so Smart; It’s Easy to Forget the Property Is There

“Algorithms were around for a very long time before the public paid them any notice. The word itself is derived from the name of a 9th-century Persian mathematician, and the notion is simple enough: an algorithm is just any step-by-step procedure for accomplishing some task, from making the morning coffee to performing cardiac surgery,” writes Geoff Nunberg in their recent NPR article entitled “Algorithmic Intelligence Has Gotten So Smart, It's Easy To Forget It's Artificial.”

“Computers use algorithms for pretty much everything they do — adding up a column of figures, resizing a window, saving a file to disk. But all those things usually just happen the way they're supposed to. We don't have to think about what's going on under the hood,” explains Nunberg.

According to the NPR article, “Ordinary muggles may not know exactly how an algorithm works its magic, and a lot of people use the word just as a tech-inflected abracadabra.”

“So it's natural to be wary of our new algorithmic overlords. They've gotten so good at faking intelligent behavior that it's easy to forget that there's really nobody home,” Nunberg remarks later in the piece.

Of course, this got us thinking about the evolution of Proactive Operations.

Remove the Property from the Customer Experience

Nunberg’s remark about artificial algorithms being so good at faking intelligent behavior made an important concept crystal clear to us today.

The aspects that would make you question or pay attention to the algorithms are removed due to their advancement.

And while not directly related in the same context, Proactive Operations play a similar role for properties like yours.

Operations that employ Proactive Operations become so smart at their execution – customers forget the property even exists.

What does that mean?

Poor customer service is nonexistence

Broken furniture is nowhere to be found

Inconsistent, delayed communication is a thing of the past

Staff anticipates the needs of customers

The operation is proactive.

The property is there, but it doesn’t affect the experience of the customers and staff.